Support Delivery Partner Manager Palo Alto Networks

The Program Manager for our Support Delivery Partner and University Support Program is responsible for all aspects of support delivery partners that provide product support. This person is responsible for the “care and feeding†of the partners including arranging training, tracking weekly, monthly & quarterly KPI, conducting on-site and remote quarterly reviews, tracking progress of new partner initiatives and rolling out new programs for partners.

Responsibilities:

• Co-ordinating all aspects of the Support delivery programs
• Driving month and quality reviews with each partner to ensure they are hitting key metrics and performing quality support
• Tracking status of existing contracts and working on contracts for new partners and renewals
• Co-ordinating on-going training and certification
• Collaborating with Support Delivery Managers for consistent customer experience
• Help Mentor and Manage the Support Delivery Partners
• Up to 30% travel

Qualification Requirements:

• 5+ years experience in program and project management in a worldwide capacity within the high tech environment
• Previous experience working within support environments
• Previous experience managing complex, global partner programs
• Strong background in project and program management including developing new processes, communicating within multiple different organizations
• Knowledge and experience with common software tools such as MS Project, Excel, Powerpoint, Word and common on-line systems such as Salesforce.com
• Strong presentation skills
• BS or equivalent experience.

Education:

• Required: Undergraduate degree or equivalent experience